Production Support Engineer

Job Title: Production Support Engineer

Location: Marietta, GA/Alpharetta, GA

Job Type: Contract (Onsite)

Job Description:

We are seeking a proactive, dedicated & technically skilled resource to join our team and provide technical assistance for our applications and systems. The ideal candidate will be responsible for taking lead of the applications, ensuring smooth operations, resolving issues, guiding team technically and maintaining high levels of customer satisfaction.

Key Responsibilities:

1. Provide expert-level troubleshooting and resolution for complex technical issues.

2. Provide Level 1/Level 2 support for applications and systems.

3. Monitor system performance and proactively identify potential issues.

4. Respond and resolve incident tickets/change requests/service requests within defined SLAs.

5. Perform root cause analysis and implement preventive measures.

6. Collaborate with development and infrastructure teams for issue resolution.

7. Create, maintain and update knowledge base for known issues and support documentation.

8. Participate in on-call rotation and provide after-hours support as needed.

9. Participate in client meetings and status reviews.

10. Ensure compliance with ITIL processes (Incident, Problem, Change Management).

11. Support in application deployment activities, patching and upgrades.

12. Identify the improvement areas/manual activities & work on process improvements/automation.

13. Communicate effectively & provide timely updates to stakeholders and end-users.

14. Manage client escalations and have effective communication with client in calls as required.